Read your current plan, change plan or billing period, apply or remove a voucher, cancel or keep the subscription, and follow usage and payment status.
Billing & Payments in Settings holds your organisation's subscription: the plan, its billing period, any voucher, and how much of the plan you use. This topic covers the plan itself. Cards, invoiced billing and the invoice list are covered in Pay by card or invoice, and manage invoices, and usage against the plan in Monitor usage and limits.
Product location: /settings/billing. Open Billing & Payments in Settings; the Overview tab opens.
Billing is a finance task. Only organisation Admins and people who hold the Billing Manager role can open Billing & Payments. The Billing Manager role carries the Manage Billing permission (billing:manage). A custom role with that permission gives the same access. A Billing Manager does not need a licensed seat, so a finance colleague can manage billing without using one of your plan's users. Assign the role from the user's details; see Invite and manage users and Create roles and choose their permissions.
Part of Billing & Payments | Who can view it | Who can change it |
|---|---|---|
Current plan, status and usage summary | Admin, Billing Manager | Not applicable |
Change plan or billing period | Admin, Billing Manager | Admin |
Apply or remove a voucher | Admin, Billing Manager | Admin |
Cancel Subscription and Keep my subscription | Admin, Billing Manager | Admin |
Manage Billing (the Stripe billing portal) | Admin | Admin |
Usage Overview; see Monitor usage and limits | Admin, Billing Manager | Not applicable |
Saved cards | Admin, Billing Manager | Admin |
Invoiced billing request | Admin, Billing Manager | Admin, Billing Manager |
Invoice recipients | Admin, Billing Manager | Admin, Billing Manager |
Invoices, View and PDF | Admin, Billing Manager | Not applicable |
Each person sees only the actions they can perform: a Billing Manager sees the billing pages without the Admin-only actions in this table. Other users do not see Billing & Payments in the navigation. Everyone sees the billing status banner when the organisation has a payment issue (see When a payment fails).
Product location: /settings/billing. Open Billing & Payments in Settings; the Overview tab opens.
Open Settings, then Billing & Payments in the side navigation. Its entries Subscription Overview, Change Plan, Payment Methods, Invoices and Usage open the same pages as the tabs Overview, Plans, Payment Methods, Invoices and Usage at the top of the page.
The coloured banner above the tabs summarises the subscription.
Banner item | What it shows |
|---|---|
Current Plan | The plan name, or Free when no paid plan is set. |
Status | The subscription status (see the table below). |
Next billing | The date of the next renewal. While a cancellation is scheduled it reads Ends on and shows the end date. |
Change Plan | Opens Choose a Plan. While a cancellation is scheduled, the button reads Resubscribe; choosing a plan there keeps the subscription. |
Status | Meaning |
|---|---|
Active | The subscription is running and paid up. |
Trialing | The organisation is in its trial period. |
Past Due | The latest payment failed and will be retried. |
Unpaid | The latest payment failed and no further retries are scheduled. |
Incomplete | The first payment for the subscription has not completed. |
Expired | The first payment was never completed, so the subscription did not start. |
Canceled | The subscription has ended and the organisation is on the free plan. |
Product location: /settings/billing. Open Billing & Payments in Settings; the Overview tab opens.
The Overview tab opens with Current Plan and a status badge.
Field | What it shows |
|---|---|
Plan and period | The plan name and Monthly or Annual. |
Price | The price per month or per year for your billing period. Prices are in euro. |
Users | Licensed users included in the plan. An infinity sign means no limit. |
Documents | Documents your organisation can work with under the plan. |
Standards | QMS standards included. |
Storage | Storage included. |
Current period started | The first day of the current billing period. |
Next billing date | When the next renewal is invoiced. While a cancellation is scheduled it reads Subscription ends, shown in red. |
Next billing date reads Pending — your billing date will be set once you complete payment setup and a plan is active when a paid plan has no billing cycle yet, typically because no payment method has been added. Add a card under Payment Methods. The subscription then starts and the real date replaces the message.
During a trial, the Trial Period panel says when the trial ends. With a payment method on file, the subscription continues into its first paid period. Without one, ComplyTrain emails a reminder 7, 3 and 1 day before the trial ends, and every user sees an Add a payment method banner. When a trial ends without a payment method, the organisation becomes read-only (see When a payment fails).
Three buttons follow: Change Plan opens Choose a Plan, Manage Billing opens the Stripe billing portal in a new tab (see the billing portal), and Cancel Subscription starts a cancellation.
The Current Usage panel shows Users, Documents and Storage against the plan, with Last updated and View details, which opens Usage. Estimated overage charges appears when you are over an allowance that your plan bills, and states the amount that will be added to your next invoice. See Monitor usage and limits for what each figure counts.
When a voucher is applied, the Active Discount card shows the code, the discount and the date it was applied, with Remove.
If the organisation has no subscription, the tab shows No Active Subscription with View Available Plans, and Free Tier Available explains that basic features stay available on the free tier.
Product location: /settings/billing/plans. Open the Plans tab in Billing & Payments.
Select Plans, or Change Plan on the Overview tab. Choose a Plan lists the plans you can choose yourself.
Under the billing period, select Monthly or Annual. The choice starts on your current billing period. With Annual selected, each card shows the yearly price and the monthly equivalent under Billed annually.
Compare the cards. Each shows the included users, documents, QMS standards and storage (Unlimited where there is no limit) and up to three plan highlights. Current Plan marks your plan and Most Popular marks the recommended one.
Select Upgrade on a plan that costs more than yours per month, or Select on any other plan. To keep your plan and change only how often you pay, select the other billing period and then select your current plan's card.
Review the confirmation, titled Upgrade to …? or Change to …?. It shows New plan, Price for the chosen period, Voucher discount if a voucher is applied, and Effective: Immediately.
Select Confirm Change, or Cancel to keep your current plan.
After you confirm, ComplyTrain returns you to Overview, which shows the new plan, billing period, price and allowances. The new allowances apply at once everywhere in the product, including the seat and document limits described in Manage seats and account classes. An applied voucher stays on the subscription.
A plan whose limits your current usage already exceeds is disabled. Its card shows Plan unavailable — current usage exceeds plan limits and lists each measure with your current figure and the plan's limit. Where you can reduce the figure yourself, a link takes you there:
Measure | Link | Where it goes |
|---|---|---|
Users | Manage users | The user list in Settings, to disable users or change their account class. |
QMS standards | Open QMS | The Quality Management module. |
Storage (GB) | Free storage | Document Vault, to remove files you no longer need. |
Documents | No link | The documents count is permanent, so contact ComplyTrain support if you need to move to a plan with fewer documents. |
A plan that bills extra users or documents never blocks on those measures: the excess is billed on that plan instead of blocking the change.
If your organisation's plan is fixed by an agreement with ComplyTrain, the change is refused with Your plan is managed by your account team and cannot be changed here. Contact us to change plans. Plans offered by arrangement, such as Enterprise, are not listed on Choose a Plan.
Product location: /settings/billing. Open Billing & Payments in Settings; the Overview tab opens.
Every plan change takes effect immediately. How you are charged depends on the direction of the change.
Change | What happens now | Billing date |
|---|---|---|
To a more expensive plan, same billing period | The price difference for the rest of the current period is invoiced and charged immediately. | Unchanged. |
To a cheaper plan, same billing period | The unused part of your current plan becomes a credit on your next invoice. | Unchanged. |
From monthly to annual (any plan) | The annual price is invoiced immediately, less a credit for the unused part of the current month. | A new yearly period starts today. |
From annual to monthly (any plan) | The unused part of the annual period becomes a credit on your coming invoices. | A new monthly period starts today. |
If your organisation is billed by invoice, the immediate charge arrives as an invoice with your agreed payment terms. It is emailed to your invoice recipients.
Product location: /settings/billing/plans. Open the Plans tab in Billing & Payments and go to Have a voucher code?.
On Plans, go to Have a voucher code?.
Enter the code in the voucher box.
Select Apply.
Apply checks the code and, if it is valid, applies it to your current subscription straight away. The box is replaced by a confirmation that describes the discount, and the Overview tab shows Active Discount. A subscription holds one voucher at a time. While one is applied, the box is replaced by A voucher is already applied to your subscription. or the discount it gives.
Voucher type | Shown as | Effect |
|---|---|---|
Percentage | For example "20% off" | Reduces the subscription price by that percentage. |
Fixed amount | For example "50,00 € off" | Reduces the subscription price by that amount. |
Trial extension | For example "14 extra trial days" | Moves the end of the trial later by that many days. The days are added to the current trial end while the trial is running, otherwise to today. |
A voucher's own description, when it has one, is shown instead of these labels.
A code is refused, with the reason shown under the box, when it does not exist, is not active yet or has expired, has reached its maximum number of uses, has already been redeemed by your organisation, or is valid only for plans other than your current one. For a voucher limited to certain plans, change to one of those plans first and then apply it.
To remove a discount, select Remove on the Active Discount card. Remove this discount? explains that the discount stops applying immediately and that the code counts as used by your organisation, so it cannot be applied again. Select Remove discount to confirm or Keep discount to keep it. A code cannot be reused because a redemption still counts after removal. Otherwise a voucher with limited uses could be removed and re-added indefinitely. Contact ComplyTrain support if a removed voucher needs to be restored. Removing a trial-extension voucher does not take back the extra trial days.
Product location: /settings/billing. Open Billing & Payments in Settings; the Overview tab opens.
On Overview, select Cancel Subscription.
Read Cancel Subscription?. It shows the date until which the subscription stays active.
Optionally, fill in Why are you canceling? (optional).
Select Cancel Subscription to confirm, or Keep Subscription to close the dialog without cancelling.
Nothing stops at once. The subscription and all features stay active until the end of the period you have paid for. Subscription scheduled for cancellation appears on the Overview tab with the end date, the banner shows Ends on, and Subscription ends replaces Next billing date.
To change your mind before the end date, select Keep my subscription in the cancellation panel. The scheduled cancellation is removed and the subscription renews as normal on its next billing date. Choosing a plan on Choose a Plan, through Resubscribe or the Plans tab, also keeps the subscription: it is no longer cancelled, and the plan change takes effect as described above.
At the end of the period the subscription ends, no further renewal is invoiced, and the status shows Canceled. The organisation then continues on the free plan: its limits apply and modules that the free plan does not include become unavailable. Data in those modules is kept, and it is available again when you subscribe to a plan that includes them. To subscribe again, choose a plan on Choose a Plan; this starts a new subscription. Cancelling does not delete any data. To close the organisation and delete its data, see Request or cancel organisation deletion.
Product location: /settings/billing. Open Billing & Payments in Settings; the Overview tab opens.
If a card payment fails, ComplyTrain moves the organisation through stages that give you time to pay. Your data is never deleted at any stage. Paying restores full access immediately.
Stage | When it starts | What users experience |
|---|---|---|
Grace | When a card payment first fails. Lasts 14 days. | Full access. Every user sees Payment issue — action needed with Full access until and the date. Where the card issuer allows it, the payment is retried automatically. |
Read-only | When the grace period ends, or when a trial ends with no payment method on file. | Everyone can sign in and view all data, but nothing can be created or changed. Billing & Payments stays fully usable. The banner reads Your account is read-only, or Your trial has ended, with Account locks on and the date. |
Suspended | 14 days after read-only started, or 30 days after a trial ended without a payment method. | Everything except signing in and Billing & Payments is blocked. The banner reads Your account is suspended. All data is retained. |
Admins and Billing Managers see Update billing in the banner, which opens Billing & Payments. Other users see Contact your administrator to resolve this.
ComplyTrain emails each stage to your organisation's billing email address, or its primary contact address when no billing email is set, and to every Billing Manager. It also warns them 30, 15 and 7 days before the card on file expires. When the payment succeeds, full access returns at once and a confirmation email follows. For a trial that ended, adding a card restores full access.
Organisations billed by invoice do not go through these stages when an invoice is overdue; see Pay by card or invoice, and manage invoices.
Product location: /settings/billing/plans. Open the Plans tab in Billing & Payments.
Your quality team is growing from two to five licensed users, and finance wants one invoice a year. You are an Admin and the organisation is on Professional, billed monthly.
Open Usage. Users shows 5 of 2, Over limit and an Overage cost for three extra seats (see Monitor usage and limits).
Open Plans and select Annual.
On the Team card, which includes five users, select Upgrade.
Check that Upgrade to Team? shows the annual price and Effective: Immediately, then select Confirm Change.
The Overview tab now shows Team, Annual and a Next billing date one year from today. The annual price is invoiced immediately, less a credit for the unused part of the current month. The five users now fall within the plan, so the seat overage stops. Billing Managers can find the new invoice under Invoices.
